Can I check my rent account or arrears online?
Yes, our new online service 'My Peabody' will allow you to view your rent account balance online. You can also book and track repairs, update your personal details and much more.
You can sign up for My Peabody.
Can I print my own rent statement?
Yes, our new online service 'My Peabody' will allow you to view and print your rent statements from the last two years.
Can you email me a rent statement?
Yes, we can. Please contact us on 0300 123 3456 so that we can verify your information and send you a statement by email.
Alternatively, you can contact us via My Peabody.
From how far back can I have a rent statement from?
My Peabody will allow you to go back two years.
Should you need statements past two years, then please call the Customer Hub on 0300 123 3456 to request this.
How do I set up a direct debit over the phone?
Give us a call on 0300 123 3456 with your bank account details and we can arrange this for you.
We’ll need to ask our standard security questions to make sure that we’re keeping your account details safe. We’ll then need to check that both the rent account and the account from which the rent payment will be taken are in your name.
Our checks will only take a few minutes, after which we’ll have your direct debit set up.
When will the direct debit start once I have set it up over the phone?
We need to allow for 10 days before the first direct debit payment can be taken. This is to allow us to send you a copy of the direct debit agreement which gives you a chance to check the details before we take any payments.
If you need to make a payment before this, you can make a payment over the phone.
How long does it take to process a refund?
Once we receive a request for a refund, it can take up to 28 days for the refund to be processed and for funds to be paid into your bank account.
If my rent account is in credit, can I request a refund?
You can request a refund if you’ve made an overpayment to your rent account. But you can’t request a refund if you receive housing benefit and they’ve made the overpayment.
Please note we would not refund all of the credit, a week’s (if you pay weekly or a month if you pay monthly) rent will be deducted from the refund to keep your account in credit as per the terms of your Tenancy Agreement.
To request a refund, please call us on 0300 123 3456, or contact us via My Peabody.
What are the different ways that I can pay my rent?
You can pay your rent by any of the following methods:
• Direct debit
• Telephone using a debit or credit card. You can contact us on 0300 123 3456 (calls charged at local rates). Lines open: 8am–8pm, Monday to Friday and 9am–1pm on Saturday.
• SMS text message (takes you to the allpay website)
• My Peabody: Pay your rent online using My Peabody. You can also see your rent and service charge payments, set up direct debits and view transactions
• Swipe card: use your swipe card at any Post Office or Paypoint outlet.
What happens if I receive a court date regarding rent arrears?
Please contact us immediately on 0300 123 3456 to speak with the collections team.
What is ‘affordable rent’?
Affordable rent is charged at up to 80% of the market rent, dependent on the housing scheme.
What is a sub-account?
A sub-account is separate from a rent account.
Peabody will only create a sub-account when a customer is responsible for paying other charges.
The type of charges that go into the sub-account are, for example, parking bays, if you rent a garage or unit, or legal costs.
What is council tax and who has to pay it?
Local councils collect council tax in order to to pay for the services they provide: education; transport; social care; housing; waste and recycling; management of environmental services; public health and planning.
You’ll usually have to pay council tax if you are over 18 and own or rent a home. The amount you pay depends on the band the council has given the property (bands range between A and H, according to property size and location).
What is the rent review letter?
The rent review letters are your yearly notification of what your new weekly rent and service charge will be from 1st April 2022 to the end of March 2023.
Below are some of the frequently asked questions to help answer some of your questions.
When will I be getting my rent letter this year?
In February you’ll receive the usual written notice of the April rent change.
What will I need to do when I get my letter?
Please read your letter carefully. It contains information you will need to be aware of, including details about paying your rent or service charges.
If you don’t understand any part of the letter or have any questions you think aren’t answered in this FAQ section, please get in touch with the Customer Hub. You can reach us on 0300 123 1234.
I haven’t received a letter yet, what do I do?
You should get your letter by the end of February. If you haven’t had a letter by 1 March, then get in touch with us.
What should I do if I feel that there are payments missing from my rent account?
If you feel that there are payments missing from your rent account, please contact us by phone on 0300 123 3456.
You will be asked to provide proof of those payments such as receipts, or bank statements. The issue will be investigated by the collections team, who will then inform you of the outcome.
What should I do if I want to query an outstanding balance?
If you don’t agree with an outstanding balance please contact the Customer Hub as soon as possible on 0300 123 3456. Alternatively, you can contact us via My Peabody.
What will happen if my rent account is in credit when I move out?
If you believe your account to be in credit, please request a refund.
Our collections team will check whether the credit belongs to you (if you’ve been receiving housing benefit, we’ll check to see if the credit belongs to them).
Our team will also check whether you have any other outstanding debts with us.
Once those checks are complete any refund that’s due to you will be issued. You’ll need to provide us your bank details or forwarding address for this to happen.
When do I start paying my rent?
As soon as you receive the keys you start paying rent.
The tenancy will usually start on a Monday. Your tenancy agreement advices you that you should pay a weeks rent in advance every Monday. You can also pay monthly in advance if you wish. The reason that we ask you to pay in advance is because this will help to avoid you falling into rent arrears.
When is my rent due?
Your rent is due every Monday and should be paid one week in advance.
If you pay your rent on a monthly basis you should pay one month in advance.
The reason you are asked to pay a week or month in advance, as per your tenancy agreement, is to help you to avoid falling into rent arrears if you fall behind on your rent.
When will I receive my rent statement?
Rent statements are no longer automatically posted out to residents as we have gone paperless. You can view and download a copy of your rent statement by logging onto your online portal, called 'My Peabody'.
We can also send you a rent statement by email at any time. Please call us on 0300 123 3456 if you require one.
Can I appeal my rent?
If you are not happy with the increase in your total rent (including the service charge), most tenants can appeal to the First-tier Tribunal (Property Chamber). This is an independent body that will recommend a market rent based on the rents charged by private landlords in the area. The appeal must reach the First-tier Tribunal before the rent increase is due.
The Tribunal cannot decide whether the rent (excluding service charge) is correctly increased under the Rent Standard.
